Service Desk Specialist II

Overview

Provides first-contact IT support and incident management for end-users.

Key Responsibilities

• incident management
• knowledge base
• ticket updates
• on-call support
• first contact
• documentation

Tasks

-Determine the appropriate course of action within the incident management process (ITIL). -Maintain technical and professional knowledge by reviewing publications, establishing personal networks, and attending training. -Works under limited supervision on non-routine, moderately technical assignments. -Research and resolve more difficult and complex problems that have been escalated to next level. -Create and maintain documentation of complex procedures and provide status updates to users. -Participate in team projects that enhance the quality and efficiency of the Service Desk, and in support of applications. -Requires participation in on-call support and as part of a weekly rotation. -Update and close Service Desk tickets for work being performed. -Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure). -Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas. -Utilize and update knowledgebase. -Provide initial support/first contact resolution of workstation problems and application interface issues

Requirements

• itil
• a+
• microsoft o365
• microsoft sccm
• communication
• high school

What You Bring

-Excellent Communication skills -ITIL, A+ Certification -High School Diploma or equivalent -Microsoft O365 -Ability to Multitask -Minimum of 2 years of job-related experience -Customer service skills -Microsoft SCCM -Computer hardware skills -Smart Phone skills IOS and Android -SAP knowledge (a plus) -Regularly uses judgment in work assignments and decision making that affect operations.

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About Ugi Utilities, Inc.

-Delivering natural gas and electricity services across Pennsylvania. -Operates in both residential and commercial sectors, ensuring reliable energy distribution. -Focused on maintaining infrastructure and expanding its reach to new regions. -Continually strives to enhance customer service and meet the evolving energy needs of communities.

Sector Specialisms

Security Clearance

-pre-employment drug screening required -subject to substance abuse testing per ugi policies